Customer Loyalty/Retention Department

Is there a way to directly reach the Customer Retention team? The price on my Xfinity bill increased. I think some promotional pricing ended. I need help finding something more affordable. This is so much.

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XfinityThomasA

Official Employee

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2.9K Messages

3 months ago

user_7aedc4 - Hello and welcome to the Forums community! You're in the right place—and we’re glad you reached out. There’s no need to take any extra steps or contact anyone else. We’re here to help, and we’ll make sure you get the support you need.

Please send a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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B

Bellainmi

Visitor

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2 Messages

1 month ago

This is no longer relevant as the instructions provided no longer are true. There is no longer a Direct message option. All I am looking for is better pricing or I will have to move to Frontier and get better internet with symmetrical speeds.

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XfinityBrianH

Official Employee

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1.7K Messages

Bellainmi We would be happy to assist you, you can find the Direct Message icon at the top right of the screen, just to the left of the In-App Notifications icon.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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Bellainmi

Visitor

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2 Messages

@XfinityBrianH

Brian, you are assuming everyone is using the same format for accessing the forums. It is far too late, I have already scheduled the appointment for my change in ISP to Frontier.

I spoke to a Xfinity chat personal via the website and they told me I had to call in and that was the only way. Everything happens for a reason.

P.S, I am still not seeing the direct message option, probably due to the fact that I am using the website and not the app. Sad part is that we should not have to ask for instructions, this should be laid out in a KB in the support page.

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1 month ago

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XfinityOrlandoM

Official Employee

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2.6K Messages

@Bellainmi

We do apologize for any inconvenience , we would be more than happy to assist you in finding the best price for the services you love and need.

We here are part of our corporate escalations team and can assist you with any and all your concerns, but you would have to send us a direct message as we would not be able to discuss your detailed account information on a public forum, you can send us there a direct message by signing in and clicking the message icon in the upper right hand corner

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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1 month ago

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user_ts793z

Visitor

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1 Message

there is NO DIRECT MESSAGE BUTTON ANY LONGER....How do we message you without it????

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1 month ago

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Customer Service

user_7aedc4

Customer Loyalty/Retention Department

XfinityThomasA

Bellainmi

XfinityBrianH

Bellainmi

XfinityOrlandoM

user_ts793z

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